Altered Conduct

Covid-19 brought with it a change in dining behaviour — one that endures even with an increase in vaccinations & decrease in restrictions

While we wouldn’t fault those who expected a pronounced surge in on-premises dining as the inoculation rate rose, we have to respect the indelible impact that the pandemic has had on our regular eating habits. The influence of the past year has been inconceivably enduring, perhaps in some regard even unalterable, especially with regard to the subjects of health & hygiene measures and technology.

As we look back on what has categorically been the most testing year that our industry has endured, the indelible message that has reverberated through our repertoire of articles is clear — unprecedented times call for novel solutions. Whether that refers to the groundbreaking innovation in restaurant technology, radically new marketing & customer-engagement strategies, or a heart-warming increase in unity within the entire restaurant ecosystem, 2020 has been a year of ingenuity, adaptability and unprecedented change.

—Excerpt from our article titled A Permanent Impression: Covid-19 and the Future of the Restaurant Industry

While we have regularly catalogued the rapid development and accommodation of technology within the industry — the latest iteration of which was The Restaurant Industry’s Maturing Tech Operations — in this article we will expound the findings of a survey by Buyers Edge Platform** to present a more comprehensive overview of this altered conduct.

Off-Premise Dining is Here to Stay

The future is contactless, and customers are now used to the convenience of tucking into their favourite restaurants’ signature dishes from the comfort (and safety) of their homes. This has also benefited the establishments — creating a database of customers who may never have physically dined with them.

In some of our previous blogs, such as Contextual Innovation: How restaurants have adapted to prioritise health & The Contactless Conundrum we presented concepts such as the exponential increase in the use of QR-code based menus and billing systems, the emergence of contextual startup businesses that are focused towards diner safety and hygienic operations and the growth of delivery integrators, online ordering, delivery and takeaway as the primary mode of business transactions. The magnification of this topic is unlikely to fade in haste.

Here’s the survey data that backs it up:

• 46% of people say when they ordered food, they ordered more carry out and delivery during the pandemic.
• 33% of consumers say they plan to order more food from restaurants in the next 12 months.
• Only 7% say they will order less carryout in the next year
• Only 9% say they will order less via delivery in the next year
• In April 2020, in the heart of the shutdowns, disposable container orders were up 53.5% over pre-pandemic levels.
• Orders still remain elevated, with February 2021 orders still 43% higher than pre-pandemic levels.

Technology is Inevitable

While integrating technology has been the defining factor of almost all development strategies in the recent past, amidst the throes of a global pandemic it has become absolutely imperative. Not only does the restaurant industry need technology for its primary service — increasing efficiency, but also for its several ancillary benefits.

— Excerpt from our article titled Digitise or Die

Technological innovation has been the most rampant avenue of expansion, with solutions such as Moley’s Robotic Kitchen, numerous FoodTech Apps and Mozo by MARSES Robotic Solutions, among several others that we have expounded in our writings. However, we have also stuck firmly by our belief that ‘dining is inherently experiential and cooking is an art. While we cannot ignore the industrialisation of the sector, fine dining, family dining and experiential dining establishments are simply irreplaceable. You can’t digitise feelings.’ So the jury remains out on this one!

From kiosks, QR codes and tablets at a table, to online and mobile ordering, technology played a huge role in foodservice during the pandemic, and will only continue to grow in 2021 and beyond. Customers can now order their food and pay their bill straight from a tablet for cell phone and receive their receipts via email. Some operators have transitioned to self-serve kiosks in their operation due to high-cost table service.

—Excerpt via Buyers Edge Platform

Here’s the survey data that backs it up:

• 50% say that while they understand the need for this type of technology in the pandemic, they look forward to things returning to the way they were before.
• 36% hope the new technology changes will continue after the pandemic.

An Increased Focus on Traceability and Safety

Apart from the heightened need for consumers to know where their food is coming from, how and whom it is being delivered and handled by, the safety and hygiene measures in place and so on, operators know that they need to focus on real time solutions for the related issues and recalls — even if that eats into their bottom line. It’s simply imperative.

Consumers are also actively looking to support their local and independent establishments (which makes us so happy) — so locally sourced ingredients and produce is turning into a priority.

Here’s the survey data that backs it up:

• 41% of consumers say they have ordered more food from independent restaurants since the pandemic began.
• 35% of customers say finding a restaurant that serves locally sourced food is very important to them.

**Buyers Edge Platform analysed more than $12 billion in purchasing data from January 2020 to now, and also surveyed 500 Americans about their dining habits to create this report.

Please reach out to aman@dashin.in for any feedback or clarifications regarding the content of this article.